New research by Commonwealth Bank shows most Australians prefer dealing with local customer call centres*. While quality of customer service is an important factor, the top reason for the popularity of Australian-based customer call centres was the job opportunities they create in local communities.
“As one of Australia’s largest employers, Commonwealth Bank employs around 42,000 people across the country, including more than 2,400 who work in our retail bank customer call centres in Brisbane, Newcastle, Sydney, Melbourne, Launceston and Hobart.
“Australians may be surprised to learn that our customer call centres have always been local. Our customers have told us for some time that they like dealing with people who live and work locally, in the same communities as they do, and nine out of ten Australians agree, because of the jobs and opportunities this creates,” said Sian Lewis, Executive General Manager, Commonwealth Bank.
Over the next year, we expect to offer more than 400 jobs across our local customer call centres. We want our workforce to reflect the diversity of our customers and encourage Australians – in all their diversity – to apply.
“We look for people of all ages, skill sets and backgrounds – so we can continue providing excellent service to our customers anytime, every day of the year, no matter where our customers are in Australia or around the world.
“While we continue to invest in new technology, skills and expertise to meet customers changing needs, personable service, collaboration, curiosity and emotional intelligence are still highly valued,” said Ms Lewis.
1 in 9 Australians are expected to call, email or webchat with Commonwealth Bank’s customer call centre team in the coming year.
Anyone interested in joining Commonwealth Bank’s retail bank customer call centre team can find out more and apply for a position at careers.commbank.com.au and search job reference 995088.
* Online survey of 1,000 people conducted by Commonwealth Bank in October 2017.